Guest Customer Service Claims Executive

Chertsey, Surrey, England
£25000 - £30000 per annum + Amazing company with fab benefits!
08 May 2019
05 Jun 2019
Helen Cassin
Job function
Customer Service
Full Time
Contract Type
Are you a travel professional who is looking for a new exciting challenge? I am excited to be recruiting for a very successful tour operator, based in the Surrey area and to be looking for a Guest Customer Service Claims Executive, this is a fantastic role which will be sitting within the company's legal team dealing with all thing's customer service for during and post travel issues. This role is a great travel role, working for a fantastic company and it also brings an extremely attractive salary and company benefits package.

The role of Guest Customer Service Claims Executive focuses on managing personal injury, illness and any other claims that arise because of an alleged breach of contract. Claims largely originate from International guests that do not have legal representation or from guests that have sought the intervention of ABTA or other consumer body. The Guest Claims Handler is able to manage a caseload of such claims and be confident in their ability to resolve matters by telephone. This role includes letter writing and preparing other documents in anticipation of litigation. It is expected that the Guest Claims Handler will be able to draft correspondence that clearly sets out the position of the business with regards to a claim; whilst also maintaining the service level set by the appropriate brand.


*Respond to guest correspondence by telephone and/or in writing after an investigation has been completed. Some additional investigation and document drafting is likely to be required during the life of the claim and it will be expected that the Guest Claims Handler will be able to manage this;
*Manage court papers; ensuring that the acknowledgment of service is completed and to be able to complete other tasks associated with litigation;
*Monitor claims submitted by guests to ABTA, prepare suitable "pre-arbitration" replies and also manage claims that have progressed to arbitration; including defence drafting;
*Liaise and assist external law firms (law firms acting on behalf of the company), such assistance is likely to include gathering documentation and answering queries. In addition, it is possible that the Guest Claims Handler may need to attend court to provide support or on occasion provide witness evidence;
*Use the internal claims management database to access and update required information to ensure accurate reporting and to work toward the legal department's goal of becoming a paperless environment;
*Liaise with US Guest Claims, crew, local markets, the Senior Leadership Team and International Legal Department as and when required;
*To ensure that the relevant insurance company, accounts department & brand Managing Director is on notice of any potential high value or sensitive claim;
*Work closely and provide support & advice to Customer Relations Managers/Directors and Escalation Teams with regards to claims and potential claims; and provide advice generally when needed;
*Liaise with US Guest Claims, shipboard personnel, local market, management team and International legal team as and when required;
*To report noteworthy claims, trends and projected costs to the Director of Litigation & Legal Operations, Head of International Guest Claims and VP, International Legal Counsel;
*Administrative tasks will need to be performed when the department administrator is out of the office and/or when the need arises;
*To assist the Guest Care Team & vessel when a guest is taken ill or has been injured on holiday. On urgent or time critical matters, there may be the need to be deployed to assist in the handling of the situation to attempt prevention of a complaint or claim on their return home.


*The successful candidate will have the confidence and ability to speak to guests directly by telephone. The Guest Customer Service Claims Handler will be able to conduct telephone conversations in a professional manner at all times.
*Superior writing skills. Ability to read, analyse and interpret documentation for the purpose of preparing detailed correspondence.
*Advanced knowledge of Microsoft Word, Excel, similar software and web based Case Management systems;
*Excellent interpersonal skills to communicate with all level of employees and management;
*Ability to write reports & business correspondence;
*To remain impartial when handling claims to assess the facts, to be able to make an informed decision;
*To ensure that sensitive information is kept confidential and does not get into the public domain;
*Must demonstrate a flexible working attitude;
*Must have the ability to juggle and prioritise a wide range of tasks to meet various deadlines;
*Ability to time manage in an ever changing environment;
*Ability to effectively present information and respond to questions from the Senior Leadership Team, external law firms, insurers and any other relevant individual;
*Ability to calculate figures and amounts without difficulty;
*Approachable and helpful with a can do attitude and willingness to learn;
*A good sense of humour is essential!


*Educated to A level standard or above or equivalent;
*To have experience of managing complaints or enquires from consumers or other third parties;
*A basic knowledge and understanding of the Package Travel Regulations and the Athens Convention;
*To be able to pull and input data from computer systems to provide reports;
*Experience of working within a travel company, insurance company or law firm will be an advantage.

This role offers the successful candidate a very competitive which is up to £30000.00 plus this company have a very attractive benefits package for all of their employees.

If you would like to be considered for this very exciting new role, don't delay as this one won't be around for long! Submit your CV by following the link and clicking apply, send your CV to or call Helen Cassin on 01293 850647 for more information.

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